Can't Unlock iPhone 5s?

[Anonymous]

I filled out the form to unlock my iphone 5s and then I got an email stating: 

Thank you for your unlatching request.

I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:

You have not passed our security checks with the information that you
have provided. Kindly check that you have provided the correct
information.

So now what do I do?! How do I unlock my phone?? And why won't 02 unlock it for me?! I don't understand...

[MI5 · Accepted solution]

It says why - you failed the security checks, so you entered the wrong password of something like that.
Call cs and they can verify you in different ways.
http://www.o2.co.uk/contactus

[Cleoriff]

Hi @Anonymous

Two  things

1) Is it an O2 phone?

2) Is it actually already unlocked?

[MI5]

Have a read through my unlocking post here too as you might be able to do it in your MyO2 http://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-SI...

[Anonymous]

Huh??? No, my password is perfectly fine. This is just ridiculous.

[MI5]

It's not your o2 log in password - you have a separate security question that you set up at start of your contract.
Mothers maiden name or name of first school etc.

[Anonymous]

I don't have a contract. I'm on PAYG. I've put £30 onto my account. I wasted so much time and money. This is a joke. And guess what? There's a 15 min wait for customer service clowns to sort this mess out. Great!

[MI5]

15 mins is good compared to late.
Stay on the line and cs will sort it for you.

[Cleoriff]

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check

[MI5]

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@Cleoriff wrote:

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check

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Depends where the phone was originally purchased from.